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Members are the people with access to your workspace. You can invite teammates, assign system or custom roles, set who is available to handle conversations, and remove access at any time.
The members list with roles and availability

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Roles

Every member has either a system role or one or more custom roles. System roles cover the common cases: For anything more specific, create a custom role with an exact, resource-by-resource permission set. To compare what every role can do side by side, open Settings → Members & Roles → Permissions Matrix.
The roles comparison matrix

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Inviting members

1

Open the invite dialog

Go to Settings → Members & Roles and select Invite Member.
2

Enter the email

Add the teammate’s email address.
3

Choose a role

Pick one system role, or select one or more custom roles. You can only grant roles whose permissions you hold yourself.
4

Send

Select Send Invite. The invitee receives a branded invitation email and joins with the role you chose when they accept.
Choosing a role while inviting a member

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Pending invites

Pending invitations appear in the members list with a “Pending” status. From the member options menu you can Resend the invitation email or Revoke the invitation.

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Changing a member’s role

Use the role dropdown to switch a member between system roles, or Edit roles to assign custom roles. You can only change a member to a role with equal or lower access than your own.
Assigning a custom role drops the member to the Agent base role; they keep only the custom role’s access. Removing all of their custom roles later leaves them as an Agent, not their previous system role.

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Availability

The Active toggle in the members list controls whether a member is available to receive conversation assignments and assistant handoffs. Turn it off to take someone out of rotation without changing their role or removing them. Managers, and roles with agent-assignment access, can change a member’s availability.

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Removing members

To remove a member, open the three-dot Member options menu and select Remove Member. Removed members immediately lose access to your workspace.

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Best practices

  1. Grant the minimum needed. Start narrow; you can always widen access later.
  2. Use custom roles for precise access. When a system role is too broad or too narrow, a custom role gives you exactly the surface you want.
  3. Reserve Admin for owners. Only give Admin to people who need full control, including billing and security.
  4. Review access regularly. Remove members who no longer need access, and turn off availability for anyone temporarily out of rotation.